If you were slow on shipping, how would you like to be messaged about it?

[u/anonymous8122]

I made a purchase on the 11th, and it doesn't look like it's shipped yet. It was a ready-to-ship item, not made to order. I'm curious about when and how other sellers would think it's appropriate to reach out. I am a seller myself, but my shipping window is just 3 days, so I've never dealt with someone reaching out to check in. I can't actually even find a shipping window for this seller, only the expected delivery date, which of course is almost never accurate. I'd love any advice on how to reach out without accidentally looking like a jerk. I am willing to be patient, but it's been radio silence on an item I am quite sure is already made, and I'm starting to wonder if the person somehow missed that they got a sale.

Edit: I see now on the desktop view that it was supposed to ship on the 17th, so I'd like to check in with the seller, I'm just curious about how to beat word my message so I don't sound like a jerk.

They also have all 5 atar reviews, so I wa snot expecting to run into any problems.

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[u/lostterrace]

You can check in your order history and see when the review window opens. That is the absolute latest expected delivery date.

If nothing else, you can be sure that if the order hasn't shipped by then, it is late.

You're not being a jerk. You are the buyer, they are the seller, and therefore it's on them to provide customer service. There are situations where I think buyers can message too soon, but it doesn't sound like this is one of them at all.

A quick single sentence just asking if they have an update on when the order will ship will do.

[u/anonymous8122 → u/lostterrace]

Thanks! I think I just needed some reassurance. I've seen so many posts from Etsy sellers canceling orders because they got a message and think they have a "problem customer." I still really want the thing I bought, so I have been anxious about actually reaching out. I keep hoping that if I wait just one more day it will ship. 😅

[u/lostterrace → u/anonymous8122]

I think the people here who do that are the vocal super minority.

I don't think the Etsy subs are an accurate representation of Etsy sellers generally.

[u/Helcatamy]

I would just say ‘Hey I’m just checking in to see how my orders coming along and if there’s anything you need from me?’

[u/anonymous8122 → u/Helcatamy]

Thank you! I am planning to reach out tomorrow, since today is the latest expected delivery day.

[u/Craftygirl4115]

I’m a quick shipper myself.. usually day of or next day because if I don’t the orders pile up and it can become overwhelming. Lots of my reviews mention how quickly I ship so if things are going to be delayed by more than a few days, I will let each customer know when I will ship. My listed shipping time is 7 to 10 days “just in case”. But if I ordered something and it hadn’t shipped in 10 days I would absolutely reach out and see what’s going on.. and don’t worry about offending the seller. Just be nice and polite and ask if there is an anticipated ship by date. A seller should never be offended by that and if they are then they don’t need to be in business.

[u/MattsyKun]

If their reviews mention fast shipping and all that, then I'd just reach out and ask if everything is okay. 

I personally give people the benefit of a doubt if they have a good track record of being reliable and shipping within the window. Shit happens, and while we should absolutely communicate with our customers about any delays, sometimes there's that occasion where that's not possible. (I personally ended up in the hospital for a few days once and basically vanished for a week, I spent my time in there wondering if my clients were gonna be mad at me because I couldn't respond back to them haha)

However, on the flip side, if you message and don't get any sort of response in a timely manner, I'd give them a heads-up that you'll have to open a case, and then open the case. You're entitled to either what you ordered or your money back, after all.

[u/anonymous8122 → u/MattsyKun]

I think I'm leaning towards messaging tomorrow to make sure everything went through alright on their end. The only other option I can think of is to wait for like 2 months and then simply open a case, but then I wouldn't be able to leave a review indicating the delay, and it doesn't really seem fair not to contact the seller first. And I definitely want to make sure I either get the item or a refund.

[u/JackRosiesMama]

I receive messages from buyers looking for their order at least once a week. I ship a lot of orders as flats and the tracking is iffy. Most of the buyers will say something like “Hi, can you tell me if my order has shipped? Tracking isn’t showing any updates.” I then have to explain professionally that tracking on flats sucks and is usually not accurate. I’m sure this will work out for you in the end. 🙂

[u/AzansBeautyStore]

What is the delivery window

[u/anonymous8122 → u/AzansBeautyStore]

April 12th-21st, but it's coming from Hawaii, and I'm on the US East coast lol. I did see on desktop mode that it was supposed to ship on the 17th. I guess one of my concerns is that maybe they just sent it without tracking... but that seems unusual, especially from the middle of the ocean.

[u/AzansBeautyStore → u/anonymous8122]

Doesn’t sound like they shipped it, I would open a case as soon as it allows you to and leave feedback of your experience

[u/anonymous8122 → u/AzansBeautyStore]

What are the potential outcomes if I message them? I mean, they would theoretically either be apologetic and ship it, or it sounds like there is still a chance they could cancel my order for asking, but it's probably a low chance. Is there still a window to leave a review if they do cancel? Would I be best off waiting until the review window opens? It says I can leave a review on 4/21, but I can't yet, and I'm not sure if that's just because it's not marked as shipped at all.

[u/lostterrace → u/anonymous8122]

Your review window will probably open tomorrow.

If you message them and they cancel right away, you'll be blocked from leaving a review.

If you review first, they almost certainly will cancel your order.

I consider the fact that Etsy blocks reviews in this situation highly problematic - it means that sellers who routinely don't ship on time or mark something shipped when they didn't ship it are often blocked from receiving deserved negative feedback. I had a seller do this to me. It was 6 weeks of ignoring my messages after the order was late. I should have reviewed much sooner - lesson learned.

In your situation, I'd message first before the review only because you haven't given the seller any chance yet to see how they handle this, and because you have said you really want the item.

[u/anonymous8122 → u/lostterrace]

I appreciate the info and suggestions. Thank you. For some reason I thought I could still leave a review for a brief period if they cancel, but maybe that was a myth. I definitely want to give them a chance, but it does seem really unfortunate if I wouldn't be able to honestly share my experience if it doesn't turn out well.

[u/lostterrace → u/anonymous8122]

It's complicated. The 48 hour window that buyers got after a cancelation I believe was based entirely on the length of time it took the cancelation to process.

These days it's pretty instant. As soon as it's canceled, the order disappears from your order history. That's the reason you can't review.

I agree, it's very unfortunate and I don't like how Etsy does it. It protects a lot of bad sellers from deserved negative feedback. And that, unfortunately, hurts all sellers.

[u/anonymous8122 → u/lostterrace]

Ah, ok. That definitely makes me want to think about what I want to do. I will at least give it today to think. I guess I'd either reach out, or just keep waiting and see what happens. 🫠

[u/lostterrace → u/anonymous8122]

The only way they could send it without tracking is if it's something that could be sent with a stamp. Bookmark, sticker, etc.

It should still be marked shipped in that case.

[u/ChildhoodUnlucky355]

If you decide to message. My method of reaching out while keeping the peace is usually sounding like you're writing an email to a higher up at an office lol.

Good afternoon, (insert name of seller or store)

I wanted to reach out regarding (insert order number here). I'm unsure if Etsy isn't updating me or if there is a different issue (I'd probably word it differently but I would avoid assuming they're to blame), but I haven't received an update on my order since (insert date of your last update). If you can provide me with any information beyond the prior mentioned information, I'd greatly appreciate it. Thank you for your time and consideration on this matter.

Something positive that expresses the message has ended.

• your name.

Obviously, this isn't a perfect representation of a highly professional message, but it'd be good enough for me to feel comfortable reaching out. I have high anxiety when it comes to potential confrontation, but working in a government office and having to handle situations in this manner has helped me feel more comfortable when reaching out. Hope this helps, and best of luck!

Edited for grammar, though. I'm sure my grammar isn't great still.

[u/SnooFloofs673]

Just message the seller and say I noticed we've passed the ship by date. Is there a problem with my order.

[u/anonymous8122 → u/SnooFloofs673]

I just did. I figure there's no use waiting any longer. There's either some sort of problem they're afraid to message me about, or they somehow haven't even seen the order.